Electricity Breakdown Management In Malaysia : A Case Study On Tenaga Nasional Berhad.
Electricity Breakdown Management in Malaysia: A Case Study on Tenaga
Nasional Berbad
By
SHABRUL NIZA BIN SAMSUDIN
MARCB2009
Supervisor
Faculty
Dato' Professor Dr. Abu Dakar bin Mobd. Yusof
Institute of Tedmology Management and
Entrepreneurship
ABSTRACT
Managing electricity utility company has become a critical issue ｾ＠ all utility
COJl1)any all around the world faces many of the same challenges. On 1st September
1990, Prime Minister Dato' Seri Dr. Mahathir bin Mohamad officially proclaimed
TNB ｾ＠ the heir and successor to NEB. Public-listed TNB is the largest electricity
utility COrqJany in Malaysia with more than RM65 billion in assets and a customer
base of about 6. 8 million throughout Peninsular Malaysia and Sabah. This case
study will see if TNB ｨｾ＠
improved their services, especially in electricity
breakdown management. It will look deep in service quality, electricity breakdown
management and communication performance. This case study indicates 50.90AI of
the respondents agree TNB provided most ot their electricity needs and 59.3%
disagree that other utility company in other country possess higher service quality
than TNB. 61.5% of the respondents believe TNB need to improve their power
quality in the power system
11
© Universiti Teknikal Malaysia Melaka
Nasional Berbad
By
SHABRUL NIZA BIN SAMSUDIN
MARCB2009
Supervisor
Faculty
Dato' Professor Dr. Abu Dakar bin Mobd. Yusof
Institute of Tedmology Management and
Entrepreneurship
ABSTRACT
Managing electricity utility company has become a critical issue ｾ＠ all utility
COJl1)any all around the world faces many of the same challenges. On 1st September
1990, Prime Minister Dato' Seri Dr. Mahathir bin Mohamad officially proclaimed
TNB ｾ＠ the heir and successor to NEB. Public-listed TNB is the largest electricity
utility COrqJany in Malaysia with more than RM65 billion in assets and a customer
base of about 6. 8 million throughout Peninsular Malaysia and Sabah. This case
study will see if TNB ｨｾ＠
improved their services, especially in electricity
breakdown management. It will look deep in service quality, electricity breakdown
management and communication performance. This case study indicates 50.90AI of
the respondents agree TNB provided most ot their electricity needs and 59.3%
disagree that other utility company in other country possess higher service quality
than TNB. 61.5% of the respondents believe TNB need to improve their power
quality in the power system
11
© Universiti Teknikal Malaysia Melaka